One bad review is all you need to ruin your business’s reputation, and so are your rental villas.
However, while we cannot guarantee that our guests will have a pleasant vacation, as a vacation home owner, we can ensure that everything is ready for our guests to have a pleasant time at their accommodation.
To help vacation homeowners avoid getting bad reviews, Harry Roberts, Managing Director of My Favorite Cottages, reveals the most common complaints that can ruin a guest’s stay and what landlords can do to avoid them.
dirty and cluttered
The cleanliness and condition of a holiday home are the first factors that guests can immediately determine the mood of their holiday. Dirty accommodations make guests feel uncomfortable, uneasy and betrayed.
Ask yourself if the cleanliness of your accommodation meets hotel standards. If the answer is no, the cleaning process should be reevaluated.
Hiring a professional housekeeping service can ensure that your property is cleaned to the highest standards on a regular basis, and by setting strict cleaning times between guests, you know when your property needs to be vacant.
Also, maintain good communication with the cleaning team to avoid awkward crossings, such as guests coming during the cleaning process.
Keeping your assets in good condition is equally important. Be aware that appliances such as refrigerators, ovens and washing machines can fail over time and eventually require regular replacement. Regular inspections will help prevent dissatisfaction or, at worst, accidents during your guest’s stay. Having a local handyman on the speed dial, such as a plumber or electrician, to deal with these issues might solve the problem much faster.
No necessities upon arrival
Guests booking self-catering accommodations may want to run their own furnishings store for their stay, but don’t overlook providing the basic necessities for arriving guests.
Without access to basic supplies such as tea, coffee, milk, sugar or toilet paper, a guest’s stay can quickly deteriorate before their stay even begins.
If you want your guests to feel at home the moment they walk through your front door, a welcome pack that gives them the basics should be the standard for all customers. If you want to include extra luxury, why not truly welcome your guests with the gift of locally sourced delicacies, wine or flowers?
It’s not very luxurious, but it’s absolutely necessary to make sure you have at least one roll of toilet paper per bathroom.
Giving too much rather than too little is much less likely to get a bad rating.
Owner not responding
In the event of a problem, guests want the assurance that the property owner will help.
Sadly this is not always the case, and guests can quickly become frustrated with the lack of response.
The owner is not always on site, but there should always be someone to contact. Simply answering the phone to quickly respond to customer questions or contacting a wealth management company who can assist with day-to-day operations can be very helpful.
not enough information
Local amenities and services are generally known, but guests will likely need guidance on the best places to visit.
Providing your property with an easy-to-find folder with this information will help guests make the most of their stay. Information about medical services such as dentists, pharmacies and hospitals is especially important when providing services to vulnerable guests, such as the elderly or disabled, who are more likely to need these services while on vacation.
Also, keeping your website up-to-date with quality information about real estate and territories allows guests to familiarize themselves and plan their trips before they arrive.
Poor road access
Single-track roads, potholes, steep hills and blind spots can quickly turn a client’s dream staycation into a nightmare.
There isn’t much that villa owners can do to correct poor road conditions, but informing customers in advance can prevent a devastating blow and bittersweet review.
High-quality holiday rentals should be able to provide road access information prior to booking in a downloadable pamphlet.